The way customers interact with your business — whether positively or negatively — plays a crucial part in how your company is perceived and whether you can keep and expand your customer base. However ...

The worst possible customer service training is one that neglects to explain the “why” behind great customer service. The second-worst customer service training is one that neglects to show the “how.” ...

Customer service recovery (turning things around when a customer is upset, disappointed, irritated, flustered, or all of these things at once) is one of the essential skills of great customer service.

Some of your most loyal customers may be the ones who’ve had problems and complaints with you in the past. This might sound counterintuitive, but it’s a phenomenon I’ve observed throughout my career ...

Opinions expressed by Entrepreneur contributors are their own. Here’s the bad news: an angry customer is breathing down your neck or tearing you up over the phone, shooting daggers at you via e-mail.

Your customer service department is responsible for maintaining customer satisfaction, helping to retain customers and assisting in generating repeat revenue for the company. Customer service training ...

These short and wildly effective customer service improvement steps will set you well on your way toward becoming “the Ritz-Carlton of Industry X” or “the Zappos of Industry Y.” It’s hard to picture ...

Most of us are pretty forgiving. We understand that things go wrong. We also know that it is often not the service delivery person’s fault when service is bad. However, we still want you to make it ...